Item was stolen

[fink_3390]

Hello. I sent an item. 

It was on the buyers doorstep. But he opened it and the phone was missing. I'm not sure who took it but it's not there

I obviously need to refund him but how Do I do this and it's never happened before

[lacatus1062]

There is a photo the postman took.  It's a picture of the package going into the letterbox

But seeing as the phone was found on the door step it's probably safe to assume it didn't go in the letterbox and was left outside 

[lacatus1062]

I can't actually tell if you photo was taken inside or outside the door. I'll have to ask.  I think it's a case of it posted through the letter box but no phone when it was opened. 

[4_bathrooms]

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@lacatus1062 wrote:

Thanks.  I looked on that page but all I could find was just the name. It said  The full destination address will appear on your prepaid label.

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My apologies; I wasn't aware the address (not even the postcode) wasn't shown when a Simple Delivery label was shown.

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@lacatus1062 wrote:

I also need the buyer's email address for the Royal Mail website so I'll have to ask them for that as on that page it just gave a member's email address

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I've never known Royal Mail to require the recipient's email address. Normally you enter the tracking number then enter the delivery postcode to see the "Proof of delivery" picture, tracking history, GPS scan etc. The recipient's email address is only typically used for sending tracking updates. 

What is Royal Mail specifically asking for? The recipient's email address, the sender's email address, the account holder's email address etc?

[4_bathrooms]

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@lacatus1062 wrote:

There is a photo the postman took.  It's a picture of the package going into the letterbox

But seeing as the phone was found on the door step it's probably safe to assume it didn't go in the letterbox and was left outside 

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That is not what I'm assuming. Did the package appear tampered with in the photo taken by the postie?

[lacatus1062]

I've filled about 6 pages and then I have to stop as it wants the recipient email address

[lacatus1062]

Yes it appeared to be open and it had brown tape over it which wasn't on when it was posted.

[4_bathrooms]

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@lacatus1062 wrote:

I've filled about 6 pages and then I have to stop as it wants the recipient email address

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Are you trying to file a claim with Royal Mail? If so you can't; you are not Royal Mail's customer (eBay is).

You need to direct your buyer to open a return request selecting "Arrived damaged" as the reason. If they select any other reason things will become more complicated.

[4_bathrooms]

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@lacatus1062 wrote:

Yes it appeared to be open and it had brown tape over it which wasn't on when it was posted.

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Just to confirm - this brown tape is visible in the picture taken by the postie?

[lacatus1062]

Yes.  Won't ebay just take the money from my account though if I'm not doing the claim.   Will ebay contact me for proof?

[lacatus1062]

Yes you can see the brown tape on it. It wasn't like that when it was sent

[lacatus1062]

Sorry for all the questions.  What happens to the parcel and the empty box. Will the buyer need to send it back to me or is this all down to ebay now once it's been reported to them 

[4_bathrooms]

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@lacatus1062 wrote:

Yes you can see the brown tape on it. It wasn't like that when it was sent

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Do not refund voluntarily - you will lose the money if you do.

Under Simple Delivery you are not responsible for refunding the buyer if the item is lost in transit or arrives damaged. Technically neither has happened as the item was stolen in transit but eBay should still protect you if you handle this correctly.

There is no point in your buyer opening an "item not received" case as eBay will close it due to Royal Mail's tracking showing the item being delivered. Your buyer's only other option is to open a return request then selecting "Arrived damaged" as the reason (it must be that exact reason). Your buyer will be guaranteed a full refund from eBay due to the Money Back Guarantee they have and you won't be held responsible for paying the refund as per the Simple Delivery terms.

If your buyer chooses any other reason for opening a return case things will be more complicated but I'll cross that bridge with you if/when it comes to it.

[4_bathrooms]

Can I just check that a return case hasn't already been opened? If it has you will see it here and the reason selected by the buyer will be shown in the "Details" column.

[lacatus1062]

Thanks. You've been great

[lacatus1062]

No nothing has been opened. 

Do i leave it to ebay to deal with the Royal Mail and to sort it out?   

The seller contacted Royal Mail and they told them. i have to make a claim my end

[papso22]

Please just tell the buyer to open a case for arrived damaged.  You will know they have done that when you get an email from  ebay saying the buyer has 'reached out' regarding an item sent by Simple Delivery. 

You then shouldn't have to do anything else.  Come back here if you are.

Incidentally,  I don't believe your buyer and it's a shame you can't block the phone.